Collections-Team Lead

Job Summary: The Team Lead - Collections will be responsible for managing a team of collections agents in a financial institution (NBFC or Bank). The role involves overseeing the daily operations of the collections process, ensuring the timely recovery of outstanding debts, and maintaining compliance with regulatory standards. The ideal candidate will have experience in managing collections teams, with a strong understanding of collections strategies, debt recovery laws, and customer relations.

Key Responsibilities:

• Lead, supervise, and mentor a team of collections agents to achieve monthly and quarterly collections targets.
• Develop and implement effective collections strategies to recover overdue loans and manage delinquent accounts.
• Monitor team performance, track key performance indicators (KPIs), and provide regular feedback and coaching.
• Conduct performance reviews and manage training and development plans for team members.
• Ensure adherence to all internal policies, regulatory requirements, and legal guidelines related to debt recovery.
• Handle escalated cases and complex collections situations, liaising with clients, internal stakeholders, and legal teams when necessary.
• Generate and analyze reports on collections performance, outstanding balances, and recovery rates.
• Maintain positive relationships with customers to encourage timely repayment and prevent further delinquencies.
• Implement and monitor compliance with Debt Recovery Agents (DRA) guidelines and regulations.
• Collaborate with the legal and compliance teams to ensure adherence to debt recovery laws.

Skills & Qualifications:

• Bachelors degree
• Proven experience in a collections or debt recovery role, with at least 2-3 years in a leadership position.
• In-depth knowledge of collections strategies, debt recovery processes, and relevant regulations (e.g., RBI guidelines, DRA regulations).
• DRA Certification preferred (Debt Recovery Agent).
• Strong leadership, communication, and team management skills.
• Excellent problem-solving abilities and customer-oriented approach.
• Ability to handle difficult customer conversations and resolve conflicts.
• Proficiency in MS Office tools and collections management software.
• Knowledge of banking products, NBFC operations, and credit management.